Create customer scenarios
Learn how to create customer intents and scenarios to guide the AI for each call type.
Customer scenarios let the AI recognize an intent (appointment, quote, emergency...) and react with the right process.
What is a customer scenario?
A scenario = a detected intent + a set of actions. For example, "appointment request" triggers availability checks and appointment creation.
Create a scenario
- 1
Name the intent
Examples: Quote request, Emergency, Pricing question. - 2
Define trigger phrases
List the ways customers might express this intent. - 3
Choose actions
Information collection, appointment booking, human transfer, SMS notification... - 4
Enable notifications
Select the contacts to alert when this scenario is triggered.
Scenario examples
- Plumber: leak / unblocking / water heater → collect address + urgency + send SMS.
- Dentist: pain / cosmetic care / recall → book appointment or qualify.
- Lawyer: consultation / litigation → quick qualification + transfer.
Keep control
Don't create too many similar scenarios. The AI is more likely to confuse intents that overlap. Group them when possible.
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